ࡱ> @B?` bjbj 7" $%jLL %%%%%%%$&h`)X3%.|..3%{H%.Lp %. %:#,\{$@ ˭z($ %^%0%)$R)){${$&)$l!hTQ3%3%%.... d  GSA -- USA Services/National Contact Center Misdirect Program Path of a Misdirected E-Mail   or SHAPE \* MERGEFORMAT  Citizen sends an e-mail inquiry to Agency. Agency Employee determines the e-mail inquiry is legitimate, but not his agencys jurisdiction. He forwards the e-mail to his Agencys Central Misdirect Mailbox. Typically, this mailbox is labeled not_ _ _@_ _ _ .gov, with the blanks being the Agency acronym. For example,  HYPERLINK "mailto:notgsa@gsa.gov." notgsa@gsa.gov. The Central Misdirect Mailbox forwards the misdirected e-mail to ICT (the National Contact Center) for response. The Central Mailbox does this by means of either: an auto-forward rule that automatically sends the e-mail to the NCC upon receipt, or; an employee who is assigned to manually forward the e-mails to the NCC upon receipt and after review, if desired. The NCC receives the e-mail at a mailbox designated to receive misdirected e-mails exclusively from this agency. Typically this mailbox is named _ _  HYPERLINK "mailto:_@mail.fedinfo.gov" _@mail.fedinfo.gov, with the blanks being the Agency acronym. For example,  HYPERLINK "mailto:gsa@mail.fedinfo.gov" gsa@mail.fedinfo.gov. The NCC responds to the Citizen directly, at his given e-mail address. OR The NCC determines that the referred e-mail is inappropriate: it actually belongs to the sending Agency. In this case, the NCC returns the e-mail to the Agency, at the Agencys designated mailbox for such returns. Typically, this mailbox is titled yes_ _ _ @ _ _ _.gov, with the blanks being the Agency acronym. The Agency has an individual designated to review and act on these e-mail returns, should they occur. General Notes: The forwarding Agency does not receive a copy of the response to the citizen. Auto-acknowledgments are not generated on misdirect e-mails. If the e-mails are being manually forwarded to ICT, measures should be taken to insure the e-mails are forwarded quickly. ICT will answer citizens within two business days once received. In no cases are e-mails forwarded on to other agencies with jurisdiction, nor will the NCC forward an e-mail from another agency to your Agency for response. The NCC will either furnish a direct answer to the citizen based on website or knowledgebase content, or will furnish the citizen with the referral and contact information (name of agency having jurisdiction of the issue, phone number, website URL, postal address, etc) needed to secure an answer to his question. This misdirect process should not be used to dispose of spam, scams, nuisance letters or undeliverables. E-mails with attachments should NOT be forwarded to the National Contact Center; the NCC will not process such e-mails. 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